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Terms and Conditions

Terms and Conditions

Nothing in these terms and conditions affects any legal rights you may have in relation to your order with us.

  1. General
    1. The following Terms and Conditions apply only to orders placed via the Furniturebox website at furniturebox.co.uk or via telephone orders placed directly with ourselves. These Terms and Conditions do not apply to any other selling platform that Furniturebox may sell on.
    2. Your continued use of this website constitutes your agreement to be bound by these terms and conditions which shall also govern all transactions on the website or over the telephone to the exclusion of any other terms and conditions.
    3. Monty Trading Ltd trading as Furniturebox reserves the right to change these terms and conditions on occasion without notice to you and any changes will take effect on the day they are posted. Any changes will be posted on this section of the website so please ensure you keep up to date with changes and read the terms and conditions carefully.
    4. Upon completing an order you will be requested to confirm you have read and accept these terms and conditions and therefore it is very important to ensure you do. Before you place an order, if you have any questions relating to these terms and conditions please contact our Online team by emailing sales@furniturebox.co.uk or calling us on 01747 863333, we will be more than happy to help.
  1. Placing an Online Order
    1. Our website offers information on our products and the ability to place your order of such products. It is vitally important that you carefully read all product specifications and descriptions before ordering to ensure you have measured your space correctly and are sure of the product you are going to order.
    2. Order acceptance will take place only when we confirm your order via email (or via verbal confirmation on the phone if a phone order is placed), unless you cancel your order in accordance with our terms as below, or we do not accept it or later cancel the order in accordance with our terms below.
    3. Once you are happy with your order and have selected the right colour/size etc you will then be taken to our cart where you can pay via card, PayPal or via our finance provider. For card payments it is very important that you ensure your billing address is correct. If your billing address is not correct, then payment will not be taken and your order will not be authorised.
    4. We reserve the right to not accept your order or to cancel your order if any of the following apply:
      1. Payment has been made fraudulently or by illegal means
      2. The goods are unavailable from our stock
      3. The item/s are no longer available from the manufacturer
      4. We have made an error in pricing or product description
      5. We do not supply to your address
    5. If you believe that your order has been cancelled unfairly or cancellation has occurred for any other reason than of those stated above, then please contact us.
    6. We can only accept you as a Trade Customer if your delivery address for orders from us falls within one of our free delivery postcode areas. Please see a list of postcodes to which we cannot deliver a discounted trade order.
  1. Delivery
    1. We only deliver within the UK, and if you export outside the UK we cannot be held responsible for any additional costs should you decide you wish to return the order or it is damaged on delivery.
    2. All items, unless highlighted otherwise, are dispatched with a 24-hour delivery service and are usually delivered next working day, however there can be exceptions where parcels are delayed. If you do not want next day delivery, you will be able to select your own delivery date using our delivery calendar at checkout. If you are unsure of your delivery date, then please contact us.
    3. If you do not select a delivery date on the delivery calendar your items will be dispatched on a next working day delivery. You will be responsible for ensuring that the delivery date is convenient for you and you will have someone available to accept delivery on that date. Please note that we use an independent courier service for all deliveries.
    4. Next day delivery is for working business days Monday to Friday with the cut off time for next day delivery being 8PM – available in certain postcode areas and for certain products only. Additionally - If you are placing a large order, we may not always be able to get the order to you on the next working day, but we will notify you if this is not possible and arrange for the delivery on a day convenient to you.
      1. Our couriers operate an all-day (8-9pm) delivery service with an ETA often not available to us, however if you provide a valid mobile number with your order text alerts and updates will be sent to you. These updates include information on delivery date and how to track your order. With some couriers this also includes an ETA text however please note this does not apply to all orders.
    5. We advise that if you cannot be in for the whole day and need to go out please let us know so we can either re-arrange a more convenient delivery date for you, our couriers will try to leave the order safe for you if they can, and if you don’t want this to happen, you must let us know in advance..
    6. Please note for deliveries unfortunately our couriers are only authorised to take items to the front of the building and therefore cannot take items inside your home or upstairs/lifts to your specific flat, we are very sorry about this! We advise if the items are heavy or you may have trouble transporting these to your flat to ensure someone can be in to assist you with this. Some 2-person delivery items for certain Beds and Sofa's will be taken to your room of choice, please see the delivery info on the product page to see if the item has a 2 man delivery service.
    7. Please also note that our free delivery only applies to mainland England, Wales and parts of Scotland. For delivery to the Highland (including AB postcodes) and Islands of Scotland, Northern Ireland, Isle of Man and Isles of Scilly please contact us as there are surcharges for these delivery locations. Deliveries to surcharge regions will often take slightly longer to arrive.
    8. In addition to the above please see below further information on our delivery Terms and Conditions:
      1. It is your responsibility to check that there is suitable access to your property, if the courier cannot access your property and consequently the items are not delivered, we cannot be held responsible for this.
      2. From time to time there can be delivery delays with our independent couriers. We know how disappointing this can be and we will do our upmost to ensure this does not occur. However, Furniturebox will not be liable for any late or missed delivery or any loss of earnings or costs you incur if this happens and, in addition, we strongly suggest that you do not arrange any person to assemble your new products or disassemble existing items until all of your order has arrived and you have checked it over.
      3. You must provide us with working contact details so that we can contact you on the delivery date, failure to do so can lead to delays with your delivery. If we request updated contact information and we do not hear back from you within 4 working days we reserve the right to cancel your order.
      4. Please note that for finance orders, the products must be for your own use.
      5. You must check your order confirmation email to make sure we have your correct delivery address. If your delivery address is incorrect you must inform us before dispatch has occurred. If you do not inform us before dispatch has occurred this will cause delays and could lead to an additional charge/return cost.
      6. You must provide us with directions if your address is difficult to find.
      7. For security reasons, a signature is required upon receipt of your order. If you cannot be in for your delivery you must let us know straight away. If you cannot have an authorised adult available at your property to sign for the delivery and a neighbour is not available for some couriers items can be left safe, however this has to be requested by the customer and then confirmed by Furniturebox, without this confirmation orders cannot be left safe. We request confirmation is sent via email form. If the customer has requested for items to be left safe the customer is liable for any loss/theft.
      8. Once the goods have been delivered to your specified shipping address, you become the owner and are responsible for those goods. From the point of acceptance of goods, they will be at your risk which means you will be held liable for any subsequent damage, loss or destruction.
      9. Should you fail to be in for your delivery on 2 or more occasions a redelivery fee will incur before the next attempt can be made. After 3 delivery attempts the items will be returned to us by our courier.
      10. We may call or otherwise contact you to check to see how your delivery went and if you are happy with the service you have received to see if there is anyway we can improve our service to you and other customers.
  1. Cooling-Off Period (Applicable to Online Orders Only)
    1. Under the Consumer Rights Act of 2015, you are entitled to cancel your contract, but only if you exercise this right no longer than 30 days after the day on which goods are received. This is the statutory cooling off period. After this period has expired there is no right to cancel. Items cannot be returned or cancelled after the 30-day cooling off period unless the item is confirmed as being defective or we have a policy or agreement in place with you that extends this period.
    2. Please refer to the delivery section above on made to order items which will state if you are unable to cancel the item if you change your mind. This applies to some made-to-order items listed on our site.
    3. The 30 days cooling offer period enables you to inspect the goods and to verify your choice. As such it is not a period where you can or should make normal use of the furniture, the furniture must be ‘as new’ condition. If you do use the furniture and then wish to return the items within 30 days we may require an additional payment from you to reflect the deterioration in the condition of the furniture since it has been in your home and to reflect that the item will be ‘returned stock’. The payment will be evaluated on a case by case basis and will be advised at point of cancellation.
    4. Under UK law, the statutory cooling off period excludes the below:
      1. Bespoke items. These are goods that have been ordered to the unique and exact specifications of a customer.
      2. Pillows or mattress protectors that have been taken out of their sealed packaging.
      3. Mattresses or divans beds that have had the wrapping removed.
      4. Self-assembly items that have been damaged during assembly.
      5. Semi-fitted wardrobes assembled by us will warrant a variable cancellation charge on a case by case basis.
    5. In order to exercise the right to cancel, you must inform us in writing via email including your order number as part of your correspondence. You may also call to discuss cancellation however you will need to follow this call up with an email confirming. The cancellation is effective from the date you send us the email.
    6. If you decide to cancel after receipt of the items, you are responsible for returning the goods to us in new condition. You are the owner of the furniture once it has been delivered to you. Failure to take reasonable care of the goods may result in a claim against you. To minimise this risk, please ensure that you pack the goods exactly as received when you return them to us to prevent any damage during transportation.
    7. Furniturebox will always offer to book in a courier collection for the customer. Should you wish to return the items yourself you must notify us and you will be held fully accountable for any courier damage occurred. This must be done within 30 days of notification of your decision to cancel the contract.
    8. If you cancel/return your order we will refund the price you paid for the items. Note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by you handling them in a way which would not be permitted in one of our stores or if the returned Goods have not been looked after by you with reasonable care and are not in the condition that they were in when they were delivered to you, we reserve the right to deduct from your refund any loss of value to the goods as a result of your use or damage. We will also refund any delivery costs you have paid via Furniturebox. We cannot refund or accept any responsibility for additional cost such as professional assembly or further delivery cost/service outside of those offered by our company.
    9. We can only issue a refund to the same payment method originally used. If you change your payment method, or the used payment method is no longer valid you will need to resolve this with your bank. Refunds will be made to a credit or debit card or PayPal and may take up to 10 working days depending on your bank. For further clarification on timings, please contact your card issuer.
    10. Please note that under the Consumer Contract Regulations a tailor-made to order item, once ordered, cannot be cancelled if you change your mind either before, during or after delivery. We do understand that there may be occasions where things change and at our sole-discretion only, we will consider a cancellation of the order, but there would be a deduction from the order of 40% of the item's purchase price, plus any costs for its collection and / or return (if it has already been delivered, or a delivery has been attempted to you or the item has been given to the courier for a delivery to you). These costs are the minimum that would be charged and would be deducted from your refund.
    11. The cancellation notice must be received by us either before your delivery or at the very latest within 30 days of the receipt of your order and the goods must then be returned by you within a further 30 days. Please note the cancellation charge applies even if you cancel before you receive your order.
    12. Please also note that in addition to this - for mattresses - once the protective wrapper has been removed from the mattress, these cannot be returned if you then subsequently change your mind about the item.
  1. Returns / Cancellations
    1. If for whatever reason the item arrives damaged or faulty, we will arrange collection of this and a replacement will be sent out free of charge. Alternatively, if you wish to receive a full refund and a return of the items we can also arrange this for you.
    2. Any damage on an item must be brought to our attention within 7 days of receipt. You must advise us of any items that are missing within 30 days of when you expected to receive them.
    3. Returns are accepted within 30 days of receiving your order. If an item is damaged/faulty we may require images of this to be assessed by one of our team to see if we can help!
    4. Unfortunately after 30 days we cannot accept returns for a full refund, however we can arrange to have a replacement piece sent out to you should your product be received in a damaged/faulty condition. If the product is not damaged or faulty and you wish to return a set after 30 days unfortunately this is not possible.
    5. Please note returns cannot be accepted without the original packaging for the items so please make sure you inspect the items before throwing the packaging away.
    6. Please also note that our free returns are applicable to all products excluding armchairs, sofas and sofa beds. Details on the return charges can be found on our returns page.
    7. Most Furniturebox products purchased after 1st May 2023 come with a 2-year manufacturer guarantee. Products purchased before this date have a 1-year guarantee. Unless stated otherwise.
      Under this guarantee, Furniturebox will replace any faulty items free of charge if the defect falls within the terms outlined below.
    8. Please note that scratches, dents, chips, and marks are not covered under this warranty. To ensure the longevity of your product, please handle it with care.
    9. This manufacturer warranty covers defects in materials and workmanship under normal residential or commercial use. It applies to all Furniturebox items and is valid from the date of delivery.
    10. What Is Covered:

      11. • Structural integrity of the frame, legs, and supports.

      • Workmanship defects in joints and hardware.

      • Premature failure of materials under normal use.

      • Defects in fabric, leather, foam, or cushioning due to manufacturing faults.

    11. What Is Not Covered:

      12. • Normal wear and tear, including scratches, dents, stains, or chips.

      • Damage due to misuse, neglect, or improper assembly.

      • Spills, burns, or stains from food, liquids, or chemicals.

      • Damage from pets, children, or unauthorized modifications.

      • Natural aging and fading of materials due to sunlight or humidity.

      • Self-assembly errors or aftermarket modifications.

      • Commercial use, if the product is intended for residential purposes only.

    12. How to Make a Warranty Claim
      1. Contact Furniturebox with proof of purchase (e.g., order number).
      2. Provide clear images of the defect and a detailed description of the issue.
      3. Inspection (if required): We may assess the product, which may involve a third-party inspection (subject to GDPR compliance).
      4. Investigation: We will fully review your claim before approval.
      5. Resolution: If the claim is approved, we will proceed with the necessary remedy.
    13. Remedies Under Warranty
      1. If a defect is confirmed under this warranty, Furniturebox will deal with your warranty claim in the following order:
      2. Repair the item (This may involve a technician visit. To do this we would need to pass your information over to our repair partner).
      3. Replace the item with an identical item of the same make and model. (Please note: We will only replace the affected item, not an entire set or coordinating items.)
      4. If a repair or replacement is not possible, we will:
      5. Offer a like-for-like or similar product as a replacement (subject to availability).
      6. Or provide store credit/refund in agreement with you:

        7. • Year 1 – 100% refund

        • Year 2 – 90% refund

    14. Limitations & Exclusions
      1. The warranty does not cover transportation, labour costs, or incidental damages.
      2. This warranty only applies to the original purchaser and is non-transferable.
      3. Repairs or replacements do not extend the original warranty period.
    15. Statutory Rights
      1. This warranty is in addition to and does not affect your statutory rights under consumer protection laws.
      2. In the UK, this includes rights under the Consumer Rights Act 2015, which entitles customers to remedies if products are:

      • Not of satisfactory quality

      • Not fit for purpose

      • Not as described

      For more information, please refer to your local consumer rights authority.

    16. Disclaimer of Liability
      1. Furniturebox is not responsible for any indirect, incidental, or consequential damages resulting from product use.
      2. Our liability is strictly limited to the repair or replacement of defective parts, as outlined in this policy.
  1. Payment / Refund Processing
    1. If we have been unable to resolve your problem for you or if you simply want to return the items a refund will be processed as soon as the items are received back with us (typically two working days).
    2. For full returns terms and conditions see our returns page.
    3. Prices and payment:
      1. All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered, plus any delivery charges. Our VAT number is GB181526116.
      2. We accept the following payment methods: credit cards (Visa, MasterCard, American Express or Debit cards only), BACs transfer in to our account or PayPal.
      3. Our prices are subject to change without notice, therefore we cannot guarantee our prices for any duration. Once an order has been placed and goods received we are not obliged to offer compensation for any price changes which happen thereafter.
  1. Other Useful Information
    1. All our products come with a 1 or 2 year manufacturers’ guarantee unless otherwise stated. For full details please visit our guarantee page.
    2. Promotions:
      1. Coupon Promotions - Cannot be used in conjunction with any other promotion or coupon code. Cannot be redeemed retrospectively and no cash alternative available. Furniturebox reserves the right to withdraw the promotion at any time if it is subject to misuse.
    3. Content & Copyright:
      1. We take all reasonable care to ensure that all details, descriptions, dimensions, images and prices appearing on the website and in emails/calls are correct. From time to time there may be small errors and any errors shall be subject to correction without liability.
      2. Photographs are usually very accurate as we take all images using our exact product however the main use for the photos is for illustrative purpose only and it is possible they may not exactly match the product itself.
      3. All content on our Furniturebox site, including description, pages and images, is protected by UK copyright law. Anyone found to be using this content without our permission will be asked to remove it and could be prosecuted.
    4. Fire Testing: All of our upholstered products are tested under The Furniture and Furnishings Fire Safety Regulations 1988 Flammability Test BS 5852 and are tested to the high standards required for domestic use.
    5. "View In Your Room" Augmented Reality Tool:
      1. We use an augmented reality tool called "View in Your Room" on our website, which allows you to view certain products in your own room using a mobile phone or tablet. The tool also allows you to view the product at various angles in a web browser via a desktop computer.
      2. It is important to note that the images shown in this tool are rendered, and as such there may be slight differences in the colours it shows and the actual colour of our products.
      3. For true colour detail you should always refer to the photographs on our product pages, as these present a more accurate view of how our products really are.
    6. Privacy Policy: Our privacy policy sets out how Furniturebox uses and protects any information that you give Furniturebox when you use this website. Furniturebox is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Furniturebox may change its policy from time to time. For full details of our approach to privacy, please read our privacy policy.
    7. How to Contact Us:
      1. FurnitureboxUK is a trading name of Monty Trading Ltd. To contact us with regards to any parts of these terms, please see below:

        Monty Trading Ltd, Unit 6, Indurent Park Chippenham, Clanville Way, Chippenham, Wiltshire, SN15 5BD, UK
        Company Registration Number: 09662682
        Email: sales@furniturebox.co.uk
        Telephone: 01747 863333